Technical Support Representative

Location: Allen, TX

Department: Customer Service

Type: Full Time

Min. Experience: Mid Level

Forte Payment Systems is a professional high-tech company that provides merchant accounts and payment processing solutions.  Our work environment is not like most.  Don’t mistake our casual easy-going attitude for laziness.  We work hard, but we also know that people are more productive when they are happy.  Hard work is rewarded with competitive salaries, an extensive benefits package and fun activities such as office game tournaments, family picnics, monthly lunches and more.

We are looking for a Technical Support Representative who will be responsible to provide superior technical support to our external customers such as Merchants, Resellers and ISO’s as well as our internal customers such as co-workers and managers.

Essential duties and responsibilities include the following.

  • Training, Quality & Performance
    • Follow quality standards provided by Supervisor and Director
    • Adhere to SLA’s provided for email, trouble ticket and follow up standards
    • Assist new hires through providing training via side by sides and offering best practice information
    • Consistently document customer interaction in the CRM
  • High level understanding of the products and services Forte Payment Systems provides
  • Detailed understanding of technical support’s operations, policies, procedures, products and systems
  • Assist merchants in troubleshooting issues encountered during development, testing and production to minimize downtime.
  • Provide an overview of the integration process to existing, new and potential merchants providing advice, examples, helpful hints and tips for a successful experience.
  • Perform problem analysis and recommend/implement solutions.
  • Assist in conference calls and webinars for existing and potential customers to assist with questions on how integration can support them
  • Handle incoming phone calls, emails, trouble tickets and faxes from external customers (such as Merchants, Resellers, ISO’s and Prospective merchants) related to:
    • Equipment or software troubleshooting Forte’s products including but not limited to:
      • Web Services
      • Virtual Terminal
      • Forte Check Verify
      • AGI
      • Batch Files
      • BillPayit
      • Secure Web Pay
      • Additional products and services not listed
    • Processing questions
    • Trouble-shoot software
    • Reset passwords
    • Escalated transaction inquiries
    • System/Product Component Configuration and setup
    • Product Functionality
  • Research and resolve customer issues in a timely manner.
  • Follow-up with external customers regarding successful resolution of their issue.
  • Create and complete trouble tickets and follow-up as required.
  • Escalate trouble tickets to product development team for software bugs and feature requests, following up with the customer when a fix has been implemented.
  • Assist and train customers on the use of Forte’s products that were not detailed during a formal training session
  • Handle after-hours calls on a rotation basis
  • Other duties as assigned.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Must have 4-6 years Technical Support experience in a software support environment.
  • Bachelor degree in Computer Science is preferred.
  • Must have working knowledge of Microsoft Office Outlook, Word and Excel.
  • Familiar with object oriented programming languages.
  • Must attend internal trainings as scheduled.
  • Must continually review updates on company products, both on-line and via manuals.
  • Must have a high level of knowledge related to computers, hardware and software
  • Must continually review updates on company products, both on-line and via manuals.
  • Must have commitment to quality and problem resolution
  • Must have ability to work effectively under stressful working conditions.
  • Must be able to work well independently or in a team environment.
  • Must have ability to thrive in a fast paced, high energy work environment.
  • Must be able to communicate with internal and external customers in a clear, concise and understandable manner both verbally and in writing.
  • Must be able to communicate effectively under extreme pressure.
  • Must possess excellent analytical, troubleshooting and problem solving skills.
  • Must possess the ability to research issues and resolve customer’s issues in a timely and appropriate manner.
  • Must have problem analysis and assessment skills.
  • Must be an analytical thinker.
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